A Case Study Of Crown Plaza Shenyang Parkview Hotel (Essay Sample)

Factors That Contribute to the Success of Businesses in the Hospitality Industry: A case study of Crown Plaza Shenyang Parkview Hotel
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Institution
Table of Contents
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Operation Organization Chart  PAGEREF _Toc458715264 \h
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Organizational Chart  PAGEREF _Toc458715265 \h
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Job Description of the Crown Plaza Shenyang Parkview Hotel  PAGEREF _Toc458715266 \h
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Training Program  PAGEREF _Toc458715267 \h
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Hotel Management Training Programs  PAGEREF _Toc458715268 \h
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Associate Learning  PAGEREF _Toc458715269 \h
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Market place Learning  PAGEREF _Toc458715270 \h
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Importance of Training Program  PAGEREF _Toc458715271 \h
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Departments in Crown Plaza Shenyang Parkview Hotel  PAGEREF _Toc458715272 \h
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Housekeeping Department  PAGEREF _Toc458715273 \h
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Engineering Department  PAGEREF _Toc458715274 \h
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Front Office Department  PAGEREF _Toc458715275 \h
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Accounting Department  PAGEREF _Toc458715276 \h
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Human Resource Department  PAGEREF _Toc458715277 \h
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Security Department  PAGEREF _Toc458715278 \h
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Department Area Researched  PAGEREF _Toc458715279 \h
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The Interview Questions  PAGEREF _Toc458715280 \h
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Housekeeping Department  PAGEREF _Toc458715282 \h
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Human Resource Department  PAGEREF _Toc458715283 \h
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Security Department  PAGEREF _Toc458715284 \h
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Front Office Department  PAGEREF _Toc458715285 \h
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Engineering Department  PAGEREF _Toc458715286 \h
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References  PAGEREF _Toc458715287 \h
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Factors That Contribute to the Success of Businesses in the Hospitality Industry: A Case Study of Crown Plaza Shenyang Parkview Hotel
In the hospitality industry, hotel business is one of the ventures that are highly profitable, attracting most of the people to invest in the line of business. In the daily operations of hotels, there is a need for the employees to relate well with the customers to attract more clients (Chu et. al 2008). It is the duty of the management to hire highly qualified employees to ensure that the predetermined objectives of the business are achieved. Hospitality industry requires highly competitive staff as the industry deal with clients from different regions of the world. The clients are majorly of various races, religions cultural backgrounds and beliefs. Therefore, the employees are expected to be ethical in all that they do in the course of their daily activities.
Consequently, the employees are required to be highly motivated as the nature of the job is too demanding. The industry is as competitive as it is highly profitable (Gorgolewski et. al 2011). Hence, there is a need to provide quality services to attract more clients. According to my experience with Crown Plaza Shenyang Parkview Hotel, the hotels involved in the industry operate around the clock. Hence, there is a need to hire many and competent employees to execute their respective tasks efficiently in shifts. It is essential for the management of hotels to ensure that the employees are highly motivated in all the ways possible so that they may perform their duties as per the standards set by the hotel management.
In Canada, the government offered appropriate assistance to the hospitality industry as the sector has a positive impact on the economy. For instance, hotels create several job opportunities. Additionally, the government obtains revenue from various taxes imposed on the hotels that lead to a boost in the economy. Following the numerous benefits of the industry, it is, therefore essential to create a conducive working environment for the employees. The motivation of employees is needed to ensure that they perform their respective tasks efficiently. Likewise, the government should create a better working environment for the industry to make sure that the key players in the industry make maximum profits (Gorgolewski et. al 2011). During my experience with Crown Plaza Shenyang Parkview Hotel, therefore, I was able to establish the factors that contribute to the success of the businesses in the hospitality industry, a case study of Crown Plaza Shenyang Parkview, The hotel which is one of the best hotels in Canada and prides itself as one of the best services providers.
Operation Organization Chart
Just like any other quality service oriented hotel in Canada, Crown Plaza Shenyang Parkview hotel is composed of employees who are at different levels to ensure efficient execution of various tasks. The delegation of duties has ensured that the hotel achieves its set objectives. At the top level is the general manager who is charged with the responsibility to help in effective coordination of various hotels’ activities. Below the general manager is the room’s division manager who coordinates the activities that happen in the rooms where clients are hosted. They ensure that customers receive the best services as per their expectations. Below the room’s division manager are the revenue manager, front office manager, and the supervisors at almost the same level. The revenue manager of the Crown Plaza Shenyang Parkview Hotel is in charge of the finance. The manager ensures that the employees are paid promptly.
Additionally, the manager ensures that all the commodities required in the daily operations of the Hotel are purchased within the necessary time to facilitate the smooth running of the Hotel. Likewise, the manager is charged with the responsibility to make sure that the Hotel maximizes its profitability. He has to ensure that the costs incurred in the normal operations are minimized while the profit is maximized. In so doing, the revenue manager has to coordinate with the clerks to ensure that the financial objectives are achieved. In the same level as the revenue manager is the front office manager. The manager’s primary task is to make sure that the clients are well received and taken care of to the customers’ expectations (Chu et. al 2008). The first impression of Crown Plaza Shenyang Parkview hotel that the clients always had was my efforts as the Front Office Manager. The impression, whether positive or negative is attributed to the manager. Usually, the initial impression that the clients had was always positive as I was committed to ensuring that the customers received the best treatment.
As the manager, I was working in collaboration with the receptionists to make sure that the reception process was professionally executed in a way that the customers felt satisfied (Gorgolewski et. al 2011). Arguably, the position was challenging and required persons with adequate knowledge. At almost the same level was the supervisor who ensured that every employee performed their respective tasks efficiently according to various job descriptions. The supervisor of the Crown Plaza Shenyang Parkview Hotel had a responsibility to make sure that the employees met their targets which in the long run translated into the achievement of the Hotel’s objectives.
The supervisor was expected to relate positively with the employees so that the staff could have a better working environment to perform efficiently to their expectations. The supervisor was also expected to listen to employees’ suggestions and complaints as he connects the employees to the management of the Hotel. In case of complaints from the employees, he consulted with the Directorate on better ways that could have helped in solving the complaints so that the employees may perform their tasks appropriately. Below the supervisors are the reservation clerks, reception clerks, chefs and night auditors. The reservation clerks were charged with the responsibility to reserve spaces for customers who book for the Hotel’s services before their actual reporting dates. They ensured that the customers were assured of the Hotel’s services whenever they visit the Hotel. In the same level were the reception clerks who received the cash paid by the customers whenever they got the Hotel’s services. They gave out the receipts to clients after having received the payments from the customers. Also at the same level are the chefs who ensured that the food served to customers were of high quality and prepared professionally
Additionally, the night auditors coordinated the Hotel’s service during the night. They ensured that the customers were attended to appropriately during the night (Chu et. al 2008). Below the night auditors were the drivers who were charged with the responsibility driving the Hotel’s cars in bringing the commodities required to the Hotel, driving other employees to the workplace and also driving other clients to the hotel. In Crown Plaza Shenyang Parkview
Hotel, employees at different levels worked as a unit to ensure that there is increased profitability. The employees embrace teamwork, a factor that has made the Hotel to offer quality services to its clients. Moreover, the workers in different ranks consisted of professionals and were knowledgeable in the hospitality industry, making it easy to coordinate various activities of the Ho...